At LUMINHUB SDN. BHD., we are committed to providing safe and quality building blocks, soft plush toys, learning games, puzzles and other children’s products. This Policy explains the conditions applicable to returns, refunds, exchanges and order cancellations.
Return requests must be submitted within 30 days from the date the order is received. Products must be unused, unopened where applicable and returned in their original condition. All original packaging, labels, manuals, components, accessories and complimentary items must be included together with valid proof of purchase.
Customers may request a return, refund or exchange if the wrong product was delivered, the product arrived damaged or defective, pieces or accessories are missing, the quantity received is incorrect, or the product materially differs from its description on our website. Customers should inspect all products immediately after delivery and contact us as soon as reasonably possible if an issue is found.
Used, assembled, altered, washed or customer-damaged products are not eligible for return. Products with missing pieces, damaged packaging, stains, odours or signs of excessive handling may also be rejected.
For health and hygiene reasons, opened soft plush toys and other personal-use children’s products may not be returned due to a change of mind. These products may still qualify for assessment if they were damaged, defective or incorrectly supplied.
Customers are responsible for reviewing the recommended age, dimensions, product descriptions, safety warnings and included components before purchasing. Minor differences in colour, packaging or appearance caused by photography, screen settings or manufacturer updates are not considered defects.
Change-of-mind returns may be considered within the applicable return period, subject to our approval. The product must remain unused, unopened and suitable for resale. Original delivery charges, transaction fees and other non-product charges are generally non-refundable.
Clearance, promotional and final-sale products are not returnable unless damaged, defective or incorrectly supplied. Personalised, customised, made-to-order and specially sourced products cannot be returned or cancelled after preparation has started.
Approved exchanges are subject to stock availability. If the requested replacement is unavailable, we may offer a comparable alternative product, store credit or a refund through the original payment method. Any difference in price must be paid or refunded accordingly.
To request a return, refund or exchange, customers must email us with their order number, a clear explanation of the issue and supporting photographs. An unboxing video may also be requested for damaged, defective, incomplete or incorrectly delivered products. Customers should not send any product back until approval and return instructions have been provided.
All returned products will be inspected after receipt. Products that have been used, assembled, altered, damaged or returned without their complete packaging and components may be rejected.
Approved refunds will be issued through the original payment method whenever reasonably possible. Customers should allow approximately 7–14 business days for processing. Additional time may be required by the customer’s bank, card issuer or payment provider.
Products purchased using a discount, voucher or promotional code will be refunded based on the amount actually paid. Products purchased as part of a bundle may need to be returned together before a full refund can be issued. Complimentary items must also be returned unused and in their original condition.
Cancellation Policy
Customers may request to cancel an order within 12 hours after placing it, provided that the order has not been processed, packed, dispatched or handed over to the delivery provider. Once preparation or delivery has started, cancellation is no longer available.
Personalised, customised, specially ordered or bulk-order products cannot be cancelled after preparation or procurement has begun. Approved cancellation refunds will be issued through the original payment method, although transaction fees or costs already incurred may be deducted where permitted by law.
Product Safety
Customers should check the recommended age range and all product warnings before allowing a child to use a toy. Adult supervision may be required for products containing small components. Products must only be used for their intended purpose and according to the manufacturer’s instructions.
Damage or injury caused by misuse, incorrect assembly, lack of supervision or failure to follow the applicable safety instructions will not be considered a product defect.
Governing Law
This Return, Refund and Exchange Policy shall be governed by and interpreted in accordance with the laws of Malaysia. Any dispute arising from this Policy shall be subject to the jurisdiction of the courts of Malaysia, without limiting any statutory consumer rights.
Contact Us
For return, refund, exchange or cancellation enquiries, please contact:
LUMINHUB SDN. BHD.
Registration No.: 202501031838 (1633250-D)
Email: luminhub@outlook.com